CRITICAL SERVICES DIMENSIONS - AN EMPIRICAL-INVESTIGATION ACROSS 6 INDUSTRIES

Analyzing over 800 critical incidents across six service industries th is study finds that responsiveness, courtesy/understanding the custome r and communication frequently function as satisfiers driving the occu rrence of positive incidents. Lack of competence, credibility and, par ticularly, reliability function as dissatisfiers driving the occurrenc e of negative incidents. Two generic dimensions emerge from multiple c orrespondence analysis: service system versus service people, and cust omer initiative versus employee initiative. The service system is asso ciated with negative incidents, and service people with positive incid ents. Substantial differences between service industries in antecedent s of critical incidents emerge. Implications and recommendations for s ervice delivery design and management are offered.